CS Transformation & Implementation Specialist

About the role

Lastminute.com, a European travel-tech leader in dynamic holiday packages, is looking for a CS Transformation & Implementation Specialist to join its Product Customer Service team. The role is remote from Spain, Portugal or Romania, full time (36 hours per week), and sits between technical teams and customer service, shaping the next generation of internal platforms supporting the traveller's journey.

Key responsibilities

• Own key areas of a new AI-ready back-office and customer operations platform, including cloud omnichannel migrations with direct Zendesk implementation involvement.
• Analyse current workflows, triage, routing, escalations and pain points, and help define the future operational model, workflow logic, service-level rules, taxonomy and data structures.
• Drive AI and automation initiatives such as conversational AI, intelligent triage and routing, agent assist tools, generative replies and automated summarization, and structure operational knowledge for use by agents and AI.
• Lead implementation from discovery through configuration, migration, testing, cutover and post-go-live stabilization, turning needs into specifications, BPMN models, user stories and iterative releases.
• Design the operational reporting framework, use workflow orchestration, low-code/no-code platforms, RPA and API integrations, and drive adoption through enablement and training.
• Bridge CS Operations, Product, IT, Data and Machine Learning teams, align stakeholders and measure results against operational KPIs.

Required profile

• Around 5 years of experience in transformation delivery, product ownership, business analysis or systems implementation in medium to large organisations.
• Direct hands-on experience implementing, configuring or operating cloud customer service platforms, with direct Zendesk implementation experience required.
• Proven experience delivering automation and AI initiatives in customer service or operations.
• Fluency in spoken and written English (mandatory); Italian and/or Spanish desirable.
• Legal right to work in the country of employment, no visa sponsorship needed.

Required skills

• Discovery and solution design, including BPMN workflow modelling, requirement gathering and data classification.
• Operational data analysis with Excel, Google Sheets and BI tools.
• Desirable: Zendesk certification, travel industry experience, RPA and API integration experience, Agile (Scrum/Kanban) or change management (ADKAR/Prosci) knowledge.

What we offer

• Inclusive, international environment with a shorter 36-hour week and flexible start and end times.
• Half-day Friday mornings for deep work and learning, plus professional development training and e-learning access.
• Volunteering days off, occasional social events, travel industry discounts and staff fares.